Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So we checked in we paid online on a website and we where treated very rude to start with my girlfriend is 17 years old and they claim to change a 100$ fee on my card because of that went on and on about how we where going to destroy the room we where very polite because we already paid and get to our room and we noticed banging in the room next to us so we called and they just say we have to speak to Patrick the general manager and that they can’t help us but we could not get ahold of him for 3 day finally get ahold of him after 3 days of calling and he said that there is nothing he can do even though I was promised by chris the supervisor they would help me and refund but I was treated so poorly and lied to by this company and I just hope that nothing like this happens to anyone else a company should never

  Business Response

  Date: 02/24/2025

  The guest in question booked a 2 night stay through a third party vendor (********. They arrived on 2-14-2024 and checked into the resort. We did not charge a deposit to the to the guest, he simply paid for the resort fees and taxes per his agreement with ******** The guest notified the office on his scheduled day of checkout 2-16-2024 that he was wanting to pay for an additional night. The guest was directed on how to pay for the extra night without coming down to the front desk. At this time the guest referenced construction noise that had been going on all day and all night. The guest was informed that the resort maintenance crew does not work past 3 pm and does not work on the weekends. We had no other complaints from any surrounding rooms. Our staff went to the area and could not find any noise at all. Even given al this information, the resort offered to move the guest to another unit. The guest refused and paid for an additional night. At check out the guest was extremely confrontational and requested to speak with a manager. He was informed that the manager was off and would contact him when he returned to work. The manager returned to work and made contact with the guest on 2-18-2024. The guest argued about a deposit, that was never charged and noise complaints that could not be confirmed. The first time he reported any issues, we offered to move him, and he refused. He stated that the noise was constant and disturbing but  he paid for an additional night. The guest total charges for this stay are not  even close to $700.00. We tried to rectify the guest problems even when the could not be confirmed. 

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: 22958301
  
  
  
  I am rejecting this response because:

  Hi my name is Aidan ****** this message from the business is full of lies they did not try to resolve my issues at all and now that I’m complaining they are switching the whole story I called and complained and they said I can’t come down to the front desk nobody was there to help the manager had a family emergency so they gave me a number and nobody answered for 3 days I had explained to them that we couldn’t move rooms because we brought a air fry and a bunch of heavy stuff to the room and they said no problem the manager would make it right so that’s where I’m confused here we also heard banging throughout the entire night **********

  
  
  
  
  Sincerely,
  
  
  
  Aidan ******

  Customer Answer

  Date: 03/12/2025

  Hi my name is Aidan ****** this message from the business is full of lies they did not try to resolve my issues at all and now that I’m complaining they are switching the whole story I called and complained and they said I can’t come down to the front desk nobody was there to help the manager had a family emergency so they gave me a number and nobody answered for 3 days I had explained to them that we couldn’t move rooms because we brought a air fry and a bunch of heavy stuff to the room and they said no problem the manager would make it right so that’s where I’m confused here we also heard banging throughout the entire night **********

• Initial Complaint

  Date:07/02/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 7/1/2024 AROUND 3PM MY KIDS GOT ON THE ELEVATOR TO GO TO THE POOL. WHILE ON THE ELEVATOR THE ELEVATOR STOP MOVING AND TRAPPED THEM IN THE ELEVATOR FOR 30 MIN TO AN HOUR. THEY WERE HAVING TO YELL SCREAM AND BEAT ON THE ELEVATOR DOORS AS THEy DESPERATELY TRYIed TO GET HELP. THE ELEVATOR DID NOT HAVE ANY AIR AND WAS EXTREMELY HOT. THE EMERGENCY BOTTON IN THE ELEVATOR DID NOT WORK. THEY WERE PUSHING SEVERAL BOTTONS TO GET OUT BECAUSE THEY WERE SO HOT THEY BELIEVED THEY WERE GOING TO DIE. AFTER SEVERAL GUEST WAS HELPING ME SEEK HELP A MAINTENANCE MAN WORKED ON THE ELEVATOR AND GOT THEM OUT. After GETTING OUT THEY WERE EXTREMELY FRIGHTENED AND TRAMTIZED. MY YOUNGEST CHILD WAS HISTORICALLY CRYING ,SCARED AND AFRAID HE THOUGHT THEY WERE GOING TO DIE. I SPOKE WITH THE MAINTENANCE MAN, AND IT DIDN'T SEEM TO BE A BIG DEAL FOR HIM. HE DIDN'T ASK MY NAME OR MAKE ANY COMMENTS INDICATING ANY CONCERNS FOR MY CHILDREN BEING STUCK IN A ELEVATOR FOR AN HOUR. ALSO NO STAFF AT THE ENTIRE RESORT REACHED OUT to APOLOGIZE OR MAKE ANY CONCERNS FOR MY CHILDREN OR THEIR HEALTH. I PAID TO MUCH MONEY PER NIGHT TO NOT HAVE A WORKING ELEVATOR. IT WAS ALREADY A CONCERN FOR THE ELEVATOR NOT HAVING AIR BEFORE IT BROKE. I AM VERY DISAPPOINTED IN PAYING SO MUCH TO STAY AT A RESORT THAT THINKS SO LITTLE OF THEy GUEST. WHEN I CALLED TO MAKE THE COMPLAINT I WAS PLACED ON HOLD OVER 30 MINS AND FINALLY A MANGER CAME ON THE LINE AND TOLD ME NO ONE TOLD HIM ABOUT THE INCIDENT HE WORKS NIGHTS. SO THATS ANOTHER CONCERN THIS PROPERTY DON'T HAVE ANY IDEAL WHAT THEY STAFF IS UP TO. HIS SOLUTION FOR MY KIDS BURNING UP IN A BROKEN ELEVATOR FOR A HOUR WAS TO MAKE A NOTE IN THE COMPUTER. THATS A SAD RESOLUTION FOR SUCH A SERIOUS ISSUE. MY KIDS HAVE HEALTH ISSUES AND COULD HAVE DIED IN THAT HEAT. THE TEMPERATURE AT THE TIME OF THE INCIDENT WAS AROUND 100.

  Business Response

  Date: 07/03/2024

  The Sandpiper Beacon Beach Resort takes the safety our guests very seriously. All of our elevators are inspected multiple times a day to insure functionality. The elevator in question had already been inspected 2 times that day. At approximately 3:05pm our maintenance director heard the elevator alarm ringing, and approached the elevator on the first floor. He applied a small amount of pressure to the door and it opened immediately. As the door opened three juveniles exited the elevator and walked off. None of the juveniles seemed distressed or indicated in any way that they needed help. An inspection of the elevator reveled that a small stone was stuck in the elevator door track and was stopping the door from closing all the way. The stone was removed and the elevator returned to operating. Our maintenance director  went across the street and closed up our maintenance facility. He returned back to the front office and was clocked out at 3:27pm. Given the time frame provided by our guest and the statement by our maintenance director (coinciding with the fact he left the property at 3:27) the occupants of the elevator were stuck for approximately 5 minutes. We understand that being stuck in an elevator is frighting especially for a child and apologize for any inconvenience. Given the facts surrounding this situation we will not be issuing a refund. 

  Customer Answer

  Date: 07/04/2024

  
  
  Complaint: 21928851
  
  
  
  I am rejecting this response because: my kids were in the elevator longer than 5 minutes. They were pushing every button in the elevator streaming for help. It took a minute for maintenance to come. Guest heard them first yelling and crying. They yelled out they were in room 325 and a guest said I'll go get your parents. They were in there long enough for her to come to our room and get us. There was absolutely know air in the elevator. I was there my kids ran out frightened even pass me scared. He can't say they wasn't in distress because he didn't check. I tried to speak with him about the situation and he brushed me off and started speaking with another male about the incident as if it was nothing. Prior to them getting stuck in the elevator it was making a loud noise and several guest made comments about it and the fact it was no air in it was extremely hot. After the guests in our area seen my kids were stuck they were afraid to get in the elevator. Several of them struggled down the stairs that following morning with luggage because they were afraid of the elevator. Also, none of your staff cared to reach out to my family to even apologize but say my kids wasn't traumatized. When I called to report the incident the on duty supervisor had no ideal what I was talking about and said he will place a note for someone to reach out. I didn't hear from anyone I wasn't showed any compassion. Another way I know your staff didn't even look at my children because it wasn't 3 juveniles. It was 2 juveniles and my 5 year old son and was crying the most.  That entire day my baby was frightened. He was afraid to go to sleep continuing to say he thought he was going to die. They are now extremely afraid of elevators. Also you say they were only in the elevator for five minutes as though that's a good thing. Although it was longer. They shouldn't have got stuck for one min. It's not okay for your guest to get stuck in a hot elevator for know amount of minutes and the fact that you think 5 min is better than 60 says a lot. No guest should ever get trapped in an elevator. If it does happen someone should personally from the office reach our to ensure the guest are OK. That way you all would have had a true record that you checked on the family and they appeared to be ok and they stated they were OK. However ya'll failed to do than and tried to respond back like ya'll handled the situation but ya'll had no clue of the state or my children. Ya'll didn't even observe them enough to know that one of them was not a juvenile and only 5 years old. Ya'll made no attempt to ensure the stability of my children. 
  
  
  
  Sincerely,
  
  
  
  Katrina *****

  Business Response

  Date: 07/08/2024

  We stand by our previous response. We do everything in our power to insure that the resort elevators are working properly. It is unreasonable for anyone to think that any business with an elevator can assure that the elevator wont malfunction at some point. The time frame of 5 minutes is accurate. We had no notice from any guest that the elevator had been experiencing any issues prior to being stuck. 

  Customer Answer

  Date: 07/08/2024

  
  
  Complaint: 21928851
  
  
  
  I am rejecting this response because:
  
  Ya'll are well aware this situation was not handled properly and ya'll refuse to except responsibility. I read the reviews on this resort and I seen where other guest have been stuck in the elevator as well and they indicated they were treated the same way. Ya'll know that there is a serious problem with the elevator and ya'll are refusing to properly fix it. Ya'll are continuing to tell lies like ya'll are handling things when you all are not. I will continue to express the like of concern you all have for your guest. The BBB need to know of your bad business practices and future guest need to be aware. An elevator is a closed space and heat and being stuck for an extended period can cause someone life, not to mention the emotional distress of being locked in. I know things happen but there are procedures that should take place. Then you all lie about what happened. My kids were in there much longer than five minutes.
  
  Sincerely,
  
  
  
  Katrina *****

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked in on May 10th. I am handicapped and when I made the reservations they knew that. They put us in a room with a lip so I had to get out of the wheelchair and walk in which is ver painful to me. The lady at the desk that checked us in could care less.
  
  There was smoking of mairjuana and vaping and cigarettes on the property no one said a thing. I seen two employees vapimg.
  
  Then bugs. I told the front desk when we checked out and they said well that’s Florida.
  
  I have called and called several times to talk to a Patrick. Never got a call back. I only wanted the one day but after the incomparable service we got I am asking for a full refund. He will not call me back I get he’s out of the office or not in. They are covering for him.
  
  I feel slides now and very disrespected.
  
  Thank you
  Tracy *****.

  Business Response

  Date: 06/28/2024

  We have reviewed the complaint concerning Mrs. *****. We value all of our guests experiences at our resort. We are a nonsmoking resort and only allow smoking in designated areas. We concede that even trying our best to enforce this policy we cannot be everywhere at once and as such we are sure tis rule is broken occasionally. We employ a number of Guest Service employees that monitor the property and inform guests where the designated smoking areas are located. Mrs. ***** arrived at the resort for a 2 night  stay on 05-10-2024. She returned to the lobby on 05-12-2024 and checked out of the resort. She was informed that the resort had a no refund policy for early departures. On 05-28-2024 we reviewed a compliant by Mrs. ***** and refunded 1 night to her credit card.